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How do deaf people use

the phone?

Simon Pearse, NADP/DAC simon.pearse@nadp.org.uk

Ralph Nattress, UKCoD

Bob Twitchin, MBE B.Sc. FBCS CITP Member of the

Communications Consumer Panel(CCP)

UKCoD Conference

2 November 2016

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• NADP carries out survey in Q1 16 to help with planning NGTS training.

- online and paper copies

- 77 members respond to 25 questions

• NGTS steering board agree to extend Survey to wider deaf population

- sponsored by UKCoD

- relaunched Q3 16

- online only

- promoted via Social Media (DAC, Consumer Panel, Deaf NGT Facebook

and member organisations),blogs and article in Limping Chicken

- 444 responses (1 Oct 16) to 45 questions

-

Background

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Profile of respondents – 521 responses

Mild3%

Moderate13%

Severe26%

Profound56%

Other 2%

What is the level of your hearing loss?

0%

5%

10%

15%

20%

25%

30%

Under16

16-25 26-35 36-45 46-55 56-65 66-75 75+

Which age group are you?

0%5%

10%15%20%25%30%35%40%45%

Since birth Since childhood pre teens

Since teens 20's 30's 40's 50's 60's 70's 80's

How long have you had a hearing loss?

Are you aware of the 999 Emergency SMS

service available for deaf mobile phone user

Raising Awareness

If not registered, why not?

Communication

How did you first find out about NGTS?

Transcription Speeds for NGT

• Ofcom regulations state a minimum of 60 wpm

• BT reports average typing speed at 80 wpm

0%

20%

40%

60%

80%

100%

Far too fast Too fast About right Too slow Far too slow

How do you find the speed of the text? n=237

0%

20%

40%

60%

80%

100%

40-60wpm

60-80wpm

80-100wpm

100-120wpm

120-140wpm

140-160wpm

160-180wpm

180-200wpm

200-220wpm

220-240wpm

How fast would you like the text to be? n=235

• Ave reading speed 220-240 wpm

• Ordinary conversation speed 140-160 wpm

• Audio books 150-160 wpm for optimal comprehension

• Ave news reader 160-180 wpm

• Ave Talk Show 200-220 wpm

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What do you like most about using NGTS?

n=113

Being able to listen to the other person as well as read what they are saying

Greater clarity of phone conversation

Dealing with matters that are easier or can only be dealt

with by a phone call

Making my phone calls more natural

IndependenceBeing able to use it on the move

Being able to change colour of text

Being able to change the font

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Potential improvements

Do you have any concerns using NGTS that have

caused you to stop, reduce or limit your use of NGTS?

What would make it easier to use NGTS for

you and other potential users?

Other

Better access to Braille

Ability to recall voice mail

Faster typing

Easier initial set up

Use the same text number forboth NGTS and SMS

Relay Assistant on the call atthe start

Ability to make a call throughthe App

Avoid need to enter 18001prefix

Receiving calls using NGTS Lite

Answered: 91 Skipped: 353

How often do you receive calls using NGTS?

Do you feel that any of the following issues reduces the number of calls you receive?

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Potential improvements

Answered: 89 Skipped: 355

Which of the

following potential

additions to the

app would you

find useful?

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Communications Consumer Panel

Bob Twitchin, Member

Set up by Communications Act 2003;

Independent of Ofcom -“critical friend”;

Championing the interests of consumers and small businesses interests by providing

advice to Ofcom, the EU, Government, industry and others;

Particular responsibility for vulnerable groups;

Common membership with Ofcom Advisory Committee for Older & Disabled People

(ACOD);

Advice based on evidence.

Our objective:

“protect and promote the interests of consumers, citizens and small

businesses in the communications sector by giving advice to Ofcom,

the EU, Government, industry and others”.

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Communications Consumer Panel

Examples of our work

Research

1. Inclusive Communications – ‘We’re not all the Same’

Accessibility of communications providers (CPs) to those with additional communication

support needs, e.g. people with disabilities, and older consumers.

Further work:

Meetings with CPs - letter with examples of good practice;

Dialogue with Ofcom - Ofcom guide for CPs on publicising services for disabled

people.

2. Forthcoming Panel Research on Access Services

Awareness, use, satisfaction;

Quantitative and qualitative research.

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Communications Consumer Panel –

UKCoD’s Common Purpose

Promoting equality of access to

communications

NADP survey results – insights into users views of

features of the text relay service;

BT research results with text relay users –

customer satisfaction;

Useful to compare and combine the two sets of

findings and insights to provide a useful overall

picture of where we are now;

Priorities - short, medium and long term.

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Communications Consumer Panel –

some possible areas to follow up

Increasing awareness Emergency SMS; Next Generation Text and video relay; Benefits to deaf consumers of switching communications providers.

Improving service Use text number for SMS; Dialling within NGT app; Receiving calls.

Tackling complexity of services Value for money; Bundling.

Keen to listen to and engage with stakeholders

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Where we go from here

• Tailor NGT training based on responses

• Review how NGT is being communicated to reach out to wider deaf population both within member organisations and beyond

• Address potential areas of improvement of NGT Lite to help increase take up by young and old deaf population

• Review how transcription speeds can be increased to provide equivalent service and increase attractiveness to wider deaf population

• Engage with population with mild/moderate hearing loss to be representative of deaf population

• Further Analysis - look more closely at segments of deaf population and their responses to the survey

• More detailed report to be produced by NADP in Q1 2017. Email simon.pearse@nadp.org.uk for a copy.

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Appendix

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About respondents

Which language would you

say is your first or preferred

language?

0%

10%

20%

30%

40%

50%

60%

No CochlearImplant

Hearing Aid -Occasionally

Hearing Aid -Often

Hearing Aid -Regularly

Hearing Aid -Always

Do you use a Hearing Aid or Cochlear Implant?

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How do you access the telephone?

Accessing the telephone

Amplifier on phone.

Separate Amplifier

Loop in headset.

Loop in handset

Screenphone.

Text phone e.g…

BT via…

BT via HA or CI

Text Relay/ NGTS

Loud speaker on…

Pedius

Braille reader

Nothing

Other

When you use the phone which of the following additional pieces equipment do you use?

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Member organisation

0 50 100 150 200

NADP

Hearing Link

Action on Hearing Loss

Sense

NDCS

Deaf NGT Facebook

None

BDA

RAD

HiKent

Other

Which of the following are you a member? n=521

Mobile phone tariffs

Pay As You Go (PAYG)

26%

Monthly payment

56%

Monthly payment

(Sim only)16%

Other2%

If you have a mobile phone what type of contract do you have?

n=4910% 20% 40% 60% 80% 100%

Voice - monthly minutes n=197

50 100 200. 300. 400. 500. 600 Unlimited

SMS - monthly number n=279

50 100 200 300 400 500 600 Unlimited

0% 20% 40% 60% 80% 100%

Data – monthly n=170

50mb 100mb 200mb 0.5GB 1GB 2GB 4GB Unlimited

Answered: 376 Skipped: 68

If you have a Landline how long have you been with

your current provider?

Communication Provider

How long have

you been with

your current

mobile phone

provider(s)?